Job Description

• 
  Full-time

Company Description

When you\xe2\x80\x99re one of us, you get to run with the best. For decades, we\xe2\x80\x99ve been helping marketers from the world\xe2\x80\x99s top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilon\xe2\x80\x99s best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon India is now Great Place to Work-Certified\xe2\x84\xa2. Epsilon has also been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. For more information, visit epsilon.com/apac or our LinkedIn page.

Why we are looking for you

• You have customer-facing experience developing and maintaining a high performing team of Customer Success Managers.
• You support clients through development and sustainment of key relationships and being responsible for delivering value and outcomes, driving adoption, influencing expansion and renewals, and cultivating customer advocacy.
• You manage the Customer Success lifecycle through playbooks, best practices, and industry benchmarks.

What you will enjoy in this role

• You will contribute to the creation of playbooks and standards for Customer Success across multiple products as part of the new Customer Success team.
• You can affect our client\xe2\x80\x99s achievement of their business objectives.
• You will work collaboratively with Sales, Account Management, Solution Consultants, Operations, Professional Services, Marketing and Product Management

What you will do

• Formulate joint success plans with customer stakeholders and Epsilon teams to define business outcomes with mutually agreed upon ROI benefits
• Develop and publish content on best practices, case studies, and bench marks
• Identify key risks and barriers and own risk management and mitigation
• Hold customers and Epsilon teams accountable to delivering outcomes and results

Qualifications

• Master\xe2\x80\x99s degree in Business, Marketing, or Strategy
• 12+ years in customer success or business consulting (preferred within Brand, Agency or independent consulting firm)
• 8+ years leading and managing teams including performance cycles, employee satisfaction, and career success plans.
• Must haves
• Proven experience in building strong relationships at Mid to Senior Management levels
• Experience working with cross-functional teams and in a matrix environment to achieve objectives and key results
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, and diverse
• Solid communication & presentation skills, both verbal & written
• Performance management and talent development strength
• Experience using and integrating a CSM Technology platform into the rhythm of the business
• Experience in leading, managing, and training high-performing CSM team

Good to have, if any (not mandatory)

• Experience working at a technology company, preferably within a SaaS model is highly desirable
• Prior Marketing / Advertising / Data Platforms / Loyalty Experience is a plus